Zendesk Release Notes

Copilot

New:

• Auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist save time and be even more productive. See About actions for auto assist and action flows.

AI Agents and Knowledge

New:

• The Knowledge agent now runs on the latest version of Zendesk’s RAG engine, delivering improved response latency and increased answer accuracy.
• Added additional reasoning fields to voice procedure agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
• Additional improvements to how the procedure agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.
• Conversation logs now display the plan, reasoning, and knowledge sources behind each knowledge Agent response, providing greater visibility into how answers are generated.
• Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.

Agentic AI

New:

• Added a new capability in procedure builder to link between procedures or from a procedure to a dialogue

Fixed:

• Resolved synonym list timeouts and intermittent response failures (hanging).
• Fixed an issue where the knowledge agent (RAGA) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.

App Marketplace

New:

• InDesk AI (Support)
  • InDesk AI is an advanced automation platform dedicated to transforming customer service through state-of-the-art machine learning. Indesk AI integrates directly into your Zendesk sidebar to provide high-impact features, including predictive intelligence, automated workflows, knowledge integration, and helps ensure quality and consistency across your ticket replies.
• ZenNotification (Support) (paid)
  • ZenNotification delivers real time alerts for every important ticket activity. Get instant notifications when new comments, mentions, or status changes occur on tickets assigned to you. Easily enable or disable each of these alert types to match your preferences. Select which views are of interest, control the level of detail in each alert, and decide exactly what deserves your attention.
• Fields Director FREE (Support)
  • Fields Director FREE enables Zendesk administrators to manage ticket field behavior in a precise manner. List the required fields, hide/show/enable/disable pre-configured ticket fields, and ticket values. Display custom error text when ticket submissions are interrupted due to a missing required field, and more with this integration.
• commercetools by neteleven (Support)
  • commercetools by neteleven seamlessly integrates your commercetools store with Zendesk, providing support agents with a comprehensive view of customer orders directly within the ticket sidebar. Access up-to-date order details, including status, shipping information, and billing data, without leaving Zendesk. Eliminate the need for agents to switch between multiple tabs or systems, significantly reducing response times.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

Check out what's new in the last month

• Support
• Copilot
• AI agents
• Objects and business rules
• Accounts and billing
• Security
• People
• Employee services
• Analytics
• Knowledge
• Messaging
• Voice
• Contact Center
• Workforce management

Also don't miss

• Zendesk early access programs
• What's new videos on YouTube

Support

• Lookup relationship field conditions in SLAs now allows creating SLA conditions based on specific lookup relationship field values in tickets. This provides greater flexibility for SLA policies without impacting existing SLAs. See About SLA policies and how they work.
• AI agent tickets will be automatically turned on by default for customers on specific pods, with the option to turn it off until May 4, 2026. After that date, the feature will be permanently on for all customers to provide full visibility into AI agent conversations. See Turning the AI agent tickets feature on or off.
• The ticket composer includes a spelling and grammar checker for agent replies, flagging potential errors and offering suggestions. This check helps your agents manage accurate and professional conversations with customers. Agents can customize the dictionary and proofread multiple errors at once for more efficient editing. See Checking spelling and grammar in ticket conversations.
• Admins can activate and deactivate the spelling and grammar checker for their entire account. See Activating and deactivating spelling and grammar checking.
• Private end-user attachments will require mandatory authentication for all file attachments uploaded by end users, enhancing security by requiring sign-in to view or download these files. Agent-uploaded attachments remain accessible without sign-in if allowed. The manual toggle for this setting will be removed by April 28, 2026, making this the default behavior. See Allowing end users to attach files to tickets.

Copilot

• Auto assist events are now logged. This allows admins and agents to view approved reply suggestions, completed actions, and their statuses in a ticket's events log and conversation. This enhances visibility into auto assist performance for better review and improvement. See Viewing all events for ticket updates and Using auto assist to solve tickets.
• Admins can pre-approve certain low risk custom actions and action flows for auto assist to execute automatically without agent approval. This feature helps improve agent productivity. Admins can pre-approve actions in procedures. See Understanding pre-approved actions for auto assist.
• Entity reporting has been added to the Intelligent Triage dashboard, providing full visibility into AI-detected entities in support tickets. This new dashboard helps track trends, identify workflow improvements, and completes AI detection reporting. See Analyzing your intelligent triage activity.
• Copilot generative AI writing tools are now available with capped usage for all Suite and Support Professional plans and above at no extra cost, providing five uses per agent per month to enhance ticket comment content. Usage is pooled across agents, with a dashboard for monitoring and the option to upgrade to the full Copilot add-on for unlimited access. See Copilot generative AI writing tools.

AI agents

• Sandbox provisioning for AI agents - Advanced simplifies working with advanced AI agents in sandbox environments by automatically provisioning a dedicated AI agent organization for testing without consuming automated resolutions. It also introduces AI agent cloning to streamline testing. See About Zendesk sandbox environments.
• The advanced email AI agents integration has been streamlined by basing the connection on subdomain and eliminating the need for an authorized user to send responses. This change frees up agent seats as AI agents now use an internal system user to send emails. See Connecting an advanced AI agent to email.
• Automatic integration between advanced AI agents and Zendesk messaging simplifies setup by automatically connecting advanced messaging AI agents to the Zendesk messaging channel for new customers. This includes automatic configuration of messaging integration, creation of messaging groups, and addition of AI agents to these groups. Customers can then set the AI agent as a default responder and manage its settings. See Automatic integration between advanced AI agents and Zendesk messaging.
• The AI Expert plan is being introduced as an upgrade for customers on legacy Ultimate and AI agents - Advanced plans, providing ongoing expert support, automation scaling, and continuous improvement without changing current subscription prices. See the announcement Upgrades to the AI agents expert plan.
• Instant AI agent answers in web forms displays AI responses immediately after a requester submits a web form, allowing faster issue resolution with feedback options to confirm if the issue is solved or needs escalation. See Understanding the customer experience for AI agents on the web form channel.

Security

• New permissions to view the audit and access logs are available for custom agent roles on Enterprise plans. This allows admins to assign targeted permissions for audit and access log viewing, enhancing security by reducing over-permissioning. See Creating custom roles and assigning agents.
• Global OAuth token expiration enforces automatic expiration of access and refresh tokens for new and inactive global OAuth clients, enhancing security by requiring refresh token flow. The deadline for local OAuth clients to adopt this flow is extended to April 1, 2027. See Working with OAuth refresh tokens in the developer documentation for implementation details.

Objects and business rules

• The legacy custom object data export tool enables administrators to export legacy custom object and relationship records to CSV, facilitating migration to the enhanced custom objects platform before the July 2026 sunset. See Exporting legacy custom objects using the data export tool.
• Relating custom objects to brands through lookup relationship fields is now possible. This enables better organization and management of brand-specific data within Zendesk. See Defining a custom object's schema with custom fields and Adding lookup relationship fields.

Accounts and billing

• Billing admins can instantly buy the Copilot add-on. Accounts that have limited access to Copilot writing tools can purchase the full Copilot add-on directly from the product interface. See Instantly buying the Copilot add-on.
• Launchpad includes categories that organize setup tasks by theme or purpose. A new Account basics category will highlight the essential steps new customers should complete after purchasing Zendesk. Launchpad is available on all Zendesk Suite and Support products, including Zendesk Customer Support Suite and Zendesk Employee Services Suite. See Using Launchpad to unlock the full potential of Zendesk.
• The Premier plan has been redesigned and renamed to offer enhanced technical expertise, consulting, 24/7 global coverage (English only), priority routing, and SLA-backed guaranteed response times. Key updates include the introduction of the Expert Access Catalog, unlimited Expert Access assessments, interactive workshops, and added technical strategy with a Technical Account Manager. These changes aim to help customers realize value faster, increase product adoption, and reduce downtime.

People

• Customers can restrict the visibility of custom user fields to agents in custom roles on Enterprise plans. See Setting view permissions for custom user fields.

Employee services

• Service catalog requests now support attachments. Attachments to requests submitted through the service catalog improve documentation of decisions and streamline request resolutions. Admins can enable attachments and set them as required or optional. See Adding services to your service catalog.
• Google Workspace connectors for action flows have been launched, introducing Google Gemini for AI-driven text analysis, Gmail for sending outbound emails, and Google Drive for file management automation. These connectors enhance automation and cross-platform integration within Zendesk. Additionally, the Google Sheet connector for action flow has a new step that lists spreadsheets so you can reference sheets created outside of the action flow. See Using Google Gemini actions in action flows, Using Gmail actions in action flows, Using Google Drive actions in action flows, and Using Google Sheets actions for action flows for more details.
• Approval requests enhancements provide increased character limits for subject (up to 500) and description (up to 2,500) fields, support for paragraph breaks, and the ability to generate direct links to approval requests for easier sharing and faster approvals. See Creating approval requests and Accessing, sharing, and withdrawing approval requests.

Analytics

• The quick answers analytics dashboard has been added to the Zendesk Knowledge dashboard. It provides insights into search volume, answer content, and customer feedback to help optimize knowledge bases and improve support efficiency. See Analyzing quick answers results.
• Goal conversion tracking is now available as part of the Messaging dashboard. This allows reporting and analysis of messaging goal conversions directly within a dashboard. You can view detailed metrics like total conversions, conversion rates, transaction values, satisfaction scores, and conversion times, filtered by various attributes. See Overview of the Zendesk Messaging dashboard.

Knowledge

• The quick answers theme updater tool lets you implement generative search in your help center theme without manually writing or modifying code. You can then review exactly what users will see when they perform searches before publishing the changes or deselecting the helper to leave your current experience untouched. See Automatically updating your help center theme for generative search.
• Web crawler setup has been simplified to allow customers to start crawling by providing just a start URL, without needing to specify a sitemap.xml or link to specific sources. It now supports automatic sitemap discovery, the ability to crawl up to five specific URLs instead of a full domain, and automatic source creation based on the crawler name. See Using a web crawler to index external content.
• The new request list experience is now generally available, offering enhanced filtering with combinable options, improved sorting by additional columns, and customizable column visibility in the help center. This update helps end users manage large numbers of requests more efficiently. See Submitting and tracking requests in the help center Customer Portal.

Messaging

• End users can now end a messaging session with a human or AI agent if they think no further real-time discussion is needed. See Allowing end users to end messaging sessions.
• Hiding the Web Widget composer (the text field for adding comments to a conversation) prevents end users from reopening closed messaging conversations. This feature is a prerequisite for allowing end users to end messaging conversations. See Allowing multiple conversations for your end users.
• Form messages now supports all social messaging channels, enabling structured data capture in conversational flows, including the "ask for details" step in AI Agents Essentials. Additionally, decimal and integer field types are added to forms for better data validation. See Template messages.

Voice

• Forwarding caller ID introduces a configurable option on phone lines to control the caller ID displayed on calls forwarded by IVR or overflow. This helps ensure compliance with telecom regulations and improves call deliverability by allowing admins to choose between the caller's number, Talk number, or Talk number for anonymous calls. See Configuring caller ID.

Contact Center

• Contact Center extensions introduce business unit controls for holidays and emergency closures, voicemail captured as tickets in Zendesk, and back office direct routing to agents. These features simplify administration and improve voice operations management. See Creating and configuring contact center business units, Configuring voicemail in Contact Center, and Configuring number assignments and voicemail for direct agent routing.

Workforce management

• Forecast scenarios in Zendesk WFM enables creating, comparing, and selecting multiple forecast versions to improve planning flexibility, transparency, and staffing efficiency. See Viewing and managing forecast scenarios.
• Unified agent status synchronization in Zendesk WFM enables real-time synchronization of agent statuses from omnichannel routing. This improves adherence accuracy, simplifies workflows, and centralizes presence tracking. See Unified agent status synchronization for Zendesk WFM.
• Improved time off reporting and management in Zendesk WFM. Zendesk is improving how time off works in WFM to ensure recorded hours better match an agent's actual paid time. See the announcement for Improved time off reporting and management.

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Admin Center

New:

• Updated the login experience for agents and end users who have two-factor authentication (2FA) turned on. They'll now be guided through the process of resetting an expired password before being prompted for 2FA.

Voice

New:

• The Zendesk Voice AI Agents EAP is now available for Zendesk Voice with the AI Agents Advanced add-on. It's now possible to automate end‑to‑end phone support with human‑like, real‑time conversations. From greeting and intent capture through triage, resolution, and wrap‑up while running generative procedures or API actions and preserving full context for seamless escalation to live agents. See Creating an AI agent for the voice channel (EAP).

Copilot

New:

• A set of capped Copilot capabilities is being introduced to Suite, Support, and Employee Services Professional plans and above at no additional cost. Beginning with the generative AI writing tools feature, each of your team members will receive five uses of the writing tools per month to help enhance the content of their ticket comments.

AI Agents and Knowledge

New:

• We introduced the ability to navigate back to the Copilot procedure list page in Knowledge admin from an open procedure editor.
• You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.
• The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.
• Session variables can now be shared across agents to maintain conversational context.
• Enhanced stability when managing extended session context within the Voice verbalizer.

App Marketplace

New:

• Ticket Fields AI Assistant by Macha (Support)
  Ticket Fields AI Assistant by Macha helps you automate ticket field entry, resulting in less manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and instantly fills your defined fields. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop-downs, text fields, date fields, checkboxes, and number fields, ensuring your most important data points stay accurate.
• Smart Amazon Connect Contact Centre (Support)
  Smart Amazon Connect Contact Centre integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.
  The integration automatically links call activity to Zendesk records, helping teams accurately track customer interactions and maintain a complete communication history.
• Instatus (Support)
  Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk, so your support team can see what's happening with your services right in the ticket sidebar. When you open a ticket, you'll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly determine whether a customer's problem is related to a known issue.

Zendesk QA

New:

• We've added prompt anomaly Indication to AI insights. See About AI insights in Zendesk QA.

Products with no updates this week

• Support
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

Original source Report a problem

See the What's New section for an overview of what was released last month.
This week's release notes include:

• Support
• Admin Center
• Copilot
• AI Agents and Knowledge
• Zendesk QA
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Support

New

• Search now has more granular filters in the suggested filters in the search menu. Click the high-level filters to access more.

Fixed

• Requests to GET /api/v2/users/me.json with invalid credentials now return 401 Unauthorized (previously returned 200 OK).
• Corrected an issue with follow-up tickets so that they inherit the support address value from the previous ticket, so that emails will be sent from the expected address.
• Corrected two issues with printing tickets. Uppercase characters were printing as lowercase, and large blank areas were being rendered.

Admin Center

New

Expanded the EAP for unified navigation to now include non-agent workspace accounts, and added analytics to the EAP so it now reflects the unified navigation experience.

Fixed

Support

• Restored type-ahead search in the profile menu within unified navigation.
• Fixed icons that were disappearing in sidebar navigation.
• Fixed an issue where agents couldn’t drag and drop certain attachment types into a side conversation in the context panel when unified navigation was enabled.

Admin Center

• Improved Admin Center search by reducing fuzzy matches for section headers and subheaders.
• Fixed an issue that would cause banners to appear duplicated in Admin Center when the EAP was enabled.

Knowledge

• Fixed an issue in Knowledge admin where the save button and revision status could disappear when switching languages.

Copilot

New

• Admins and agents can now view certain auto assist events in the ticket events log in the Agent Workspace.

Fixed

• Intelligent triage: Improved visibility of Intents conflicts by analyzing intents by showing a loading in the intents list

AI Agents and Knowledge

New

• Subdomain Connection with AIAA and Email Integration is now based on the system user instead of the authorized user, as previously seen. Connection of accounts will be based on the main account ID/subdomain
• Starting February 10, 2026, customers who buy AI agents – Advanced will have their advanced messaging AI agents automatically connected to Zendesk Messaging. The integration is configured based on the account subdomain, a messaging group is automatically created, and new messaging AI agents are automatically added to that group. Any subsequent AI Agents can be added by manually creating an AI agent and assigning the required organization.
  The Object type is not supported in the AI agents - Advanced integration builder.
• A powerful no-code tool for implementing generative search is now available. Knowledge admins can now leverage quick answers in their help center theme without writing or modifying code.

Fixed

• Fixed a bug that prevented cloning within the same organization

Zendesk QA

New

• Added a new category to the calibration dashboard

Fixed

• Fixed a time tracking error when dual write fails

Zendesk Workforce Management (WFM)

New

• Forecast Scenarios: Customers can create customizable sets of forecast parameters to experiment with multiple configurations, compare their results, and select the most suitable one as the active scenario.

Products with no updates this week

• AI agents - Advanced
• Messaging and live chat
• Voice
• Analytics
• App Marketplace

Original source Report a problem

Admin Center

New:

• We’re making some changes to the default behavior of new global OAuth clients so that access and refresh tokens automatically expire. Additionally, the current deadline for existing local (non-global) OAuth clients to adopt the refresh token flow has been extended to April 1, 2027. See Working with OAuth refresh tokens.
• As a result of the removal of Password access for APIs, customers who were previously ineligible will now be enrolled in two-step verification (2SV). Between February 23 and March 5, 2026, all newly eligible customers with Zendesk authentication turned on will be enrolled in 2SV.
• Zendesk is extending permissions for viewing access and audit logs beyond the admin role to include custom roles. Previously, only admin users could audit system activity by accessing these logs. See Creating custom roles and assigning agents.

Updates to product navigation

Support

• Fixed an issue where top navigation apps displayed only the app name and an 'X' button.
• Fixed an issue related to Top‑bar navigation where several apps (Aircall, Five9, Amazon Connect, and other third‑party apps) failed or behaved incorrectly, restored full app popouts, foreground/focus/notification handling, and control‑panel loading.
• Fixed right‑click/context‑menu paste not working in search (search field losing focus or closing).
• Fixed a search-bar UI bug where the bar closed immediately when clicking or using paste.

Admin Center

• Fixed an issue preventing options from opening in a new browser tab (impacted workflows that require checking multiple triggers/automations in separate tabs).
• Fixed an issue in Unified Navigation that prevented opening admin options (e.g., triggers, automations) in new tabs/windows, and restored multi‑tab workflows for checking multiple settings simultaneously.

Knowledge

• Fixed an issue where the "Edit article" button was not visible to agents when viewing Knowledge Base articles.
• Fixed an issue where switching brands in Knowledge with the (new navigation) redirected to the Knowledge articles admin page instead of keeping the Help Center view.
• Fixed an issue in Knowledge admin where the Save button and revision status could disappear when switching languages, risking loss of unsaved changes and requiring a refresh.

Copilot
New:

• You'll now have the ability to insert public help center articles and published procedures into an existing procedure. See About help center content in procedures and Creating procedures for auto assist.
• You can now access entity reporting directly within the Intelligent Triage dashboard in Analytics. See Analyzing your intelligent triage activity.
• Added support for the Facebook Message ticket channel.

AI Agents and Knowledge
New:

• Improved request list experience in help center is GA: Help center announcement
  Fixed:
• Sandbox Provisioning - A new capability to provision Sandbox orgs and AI agents is now available for all new customers of AI Agents Advanced
• Fixed a bug that caused system action in the AI agents - Advanced conversation log to appear as deleted actions.
• Fixed multiple visual and validation errors in the AI agents - Advanced segment configuration modal.
• Fixed a bug that resulted in saving errors for AI agents - Advanced dialogues, if they contained conditional blocks using segments.

Voice
New:

• The Voice call bar, the call controls located at the top of the ticket during the call, has been updated. In addition to a sleeker design, we added a blinking icon to show when the call is being recorded.

Analytics
New:

• We've added a new quick answers dataset and quick answers tab to the pre-canned Zendesk Knowledge dashboard.
• We've updated the functionality for reporting on tags. Moving forward, only the functions INCLUDES_ALL and INCLUDES_ANY are supported for use with tags in reports.

App Marketplace
New:

• Aisera Assist (Support)
  • Aisera Assist works with existing solutions to deliver an end-to-end AI Service Experience for customers. AI Customer Service provides omni-channel integrations through Conversational AI, NLU Search, and unsupervised NLP to speed remediation of knowledge requests and automate the resolution of tasks and actions. Aisera's Assist product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. Assist empowers agents by recommending similar tickets, knowledge articles, and next-best actions.
• Ascend (Support)
  • Ascend is a full-featured UCaaS solution that combines cloud PBX voice, chat, business SMS, video conferencing, file sharing, and contact center into a single platform. Seamlessly integrate key functionalities of Ascend into Zendesk to increase employee productivity and deliver a more personalized experience. Easily place calls using Ascend directly within Zendesk, pull up existing customer tickets on incoming calls, and quickly create support tickets for existing customers.

Zendesk QA
New:

• For custom prompt testing, we now have session-based prompt test history available. This lets customers view versions of prompts during testing and select the best one to go live with.
• When in a Prompt Testing session, you edit a prompt and click Validate, a new prompt version is recorded along with its evaluation results (match rate and any manual assessments)
• You can view earlier versions and their evaluated results, then choose the most suitable prompt to create.

Products with no updates this week

• Support
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

Original source Report a problem

Check out what's new in the last month

• Support
• AI agents
• Copilot
• Objects and business rules
• Accounts and billing
• People
• Messaging
• Voice
• Contact Center
• Analytics
• Security
• Workforce management
• Developers
• Notable content

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• New customization options for columns in search results allow agents and admins to add or remove columns in the search results table, tailoring views to individual workflows with up to 10 columns per object type. Customizations persist until logout, cache deletion, refresh, or browser close. See Searching Zendesk Support data for more information.
• The updated ticket preview experience in views includes a new accessible Side Panel option alongside the default Tooltip. The Side Panel is keyboard- and screen-reader-friendly, shows key ticket fields and recent conversations, and improves accessibility and usability for agents using assistive technologies. See Accessing and working with tickets in a view.
• Improved bulk actions in views enhances reliability and safety by recording each ticket's last-updated timestamp during bulk updates. If a ticket is modified during the update, it is skipped to prevent unintended changes, while other tickets continue processing. See Managing tickets in bulk.
• Updates to printing tickets now allows inclusion of side conversations, printing without internal comments, and displaying ticket priority. It also highlights potential timeouts with tickets having excessive comments or side conversations. See Printing Tickets.

AI agents

• (Advanced) In the dialogue builder, you can now search for specific content. Quickly find exactly what you need across your entire dialogue, with support for case-sensitive and whole-word matching. The search functionality spans all block input fields, including drop-down selections and attached actions, making it easy to search even complex conversation flows. See Searching for content within a dialogue.
• (Advanced) You can now review information about API calls that take place during conversations between your AI agent and customers. This information includes when the calls were made and details of the calls, including request and session parameters, the response, any errors, and more. This information is especially useful for troubleshooting. See Reviewing API integration information.

Copilot

• Intent quality recommendations are now available in intelligent triage to help you identify and resolve overlapping or duplicate intents affecting accuracy. You can review flagged issues with context, refine intent definitions, and apply fixes directly in the Intent page. This update simplifies maintaining intent accuracy as your intent library grows. See Improving intent quality with personalized recommendations.
• AI-generated procedure drafts are now included in enhanced procedure recommendations for Copilot admins, offering up to three new drafts weekly based on common support issues and existing knowledge. These drafts can be reviewed, edited, and published directly from Admin Center to improve auto assist setup and efficiency. See Reviewing and publishing AI-generated procedures for auto assist.
• Group-level permissions for Copilot features have been introduced for enhance writing, similar tickets, and merge suggestions. This allows admins to assign AI feature access by group, improving control, security, and tailored usage. See Turning on the enhance writing generative AI feature, Turning on merging suggestions for tickets, and Turning on similar tickets.
• Public help center articles and published procedures can now be inserted into existing procedures for auto assist. Inserting a help center article in a procedure emphasizes its importance to auto assist. Adding another procedure within a procedure allows you to link procedures together. See About help center content in procedures and Creating procedures for auto assist.

Objects and business rules

• Custom object templates allow admins to quickly create common types of custom objects like Contracts, Orders, Products, Projects, and Subscriptions using pre-built schemas and relationships, simplifying setup and customization. See Custom object templates reference.
• Custom object fields can now be required, meaning a value must be present when creating or updating that object's records. This ensures essential data is captured, improving data quality and consistency across records. See Defining a custom object's schema with custom fields.
• Action credits and usage monitoring have been introduced for action flows in Zendesk. With some exceptions, each executed action consumes an action credit. Currently, action credits aren't enforced and monitoring data is for informational purposes only. Starting April 15, 2026, plan-specific monthly and annual limits will be enforced. Additional credits can be purchased as needed. See Monitoring the usage of action credits.
• Enhancements to custom actions for auto assist and action flows add support for the following input data types: Boolean, date, datetime, and arrays of all supported data types for inputs. Additionally, accept headers are now supported in custom actions' API configurations. See Creating custom actions for auto assist and action flows.

Accounts and billing

• Support admins can now self-manage their access to all product areas, while non-Support admins can manage access only in areas where they are admins. This change ensures consistent access control and reduces reliance on the account owner. See Setting roles and access in Zendesk Admin Center.
• A Zendesk Suite + Copilot bundle is available for purchase with Suite Professional and above plans. This bundle includes both Zendesk Suite and the Zendesk Copilot add-on at a discounted price. See About Zendesk add-ons.

People

• CSV Export is a new granular permission for Enterprise custom roles that allows admins to restrict agents in custom roles from exporting CSV files, enhancing data security. See Creating custom roles and assigning agents.

Messaging

• Redesigned messaging notifications include a revamped notification tray in the ticket interface, transforming it into a centralized event center with filters, chronological order, read status indicators, and aggregated updates. This new UI enhances agent awareness of conversation updates. See Using the notifications list to manage conversations.
• Messaging triggers are now supported across all Zendesk-supported social channels, including WhatsApp, Facebook Messenger, and Instagram DMs. This allows triggers to evaluate messages and perform actions based on configured conditions for these channels. See Creating messaging triggers.

Voice

• The voicemail transcription model has been upgraded to provide faster transcriptions within 15 seconds, support 35 languages, and integrate with Zendesk Copilot for enhanced ticket routing and analysis. Transcripts are now added as internal system notes, with a new pricing of $0.01 per minute, and data processing is available in the US and EU regions. See Turn on voicemail transcription for a phone line.

Contact Center

• Real-time AI suggestions in Contact Center with Copilot gives call center agents assistance during live phone calls. The feature transcribes calls in real-time, uses the transcript to understand call intent, and searches help center articles to provide relevant suggestions, helping agents resolve issues faster and more accurately. This feature requires the Copilot add-on, call recording, and real-time transcription, and is available only on Zendesk infrastructure. See Using real-time AI suggestions in Contact Center.

Analytics

• Explore light agent permissions have been expanded for Enterprise plans. Light agents can now be granted permissions to manage reports and dashboards or have their Explore access removed entirely, providing admins greater control and flexibility. See Giving users access to Explore.
• Brand-based permissions and expanded dashboard restrictions allow admins to control analytics data access by brand, enabling agents to see only their brand's data. Dashboard restrictions now support more dynamic attributes and increased limits, enhancing data governance and scaling dashboard access safely. See Giving users access to Explore.
• Full edit access to legacy custom dashboards has been extended through December 31, 2026, and legacy prebuilt dashboards will be retired on February 18, 2026, as we continue the transition to the new analytics dashboard builder.

Security

• Admins can require authentication specifically for files uploaded by end users. The private end-user attachments setting helps prevent unauthorized access to customer-provided files, while still allowing customers to easily access files sent by your agents. See Allowing end users to attach files to tickets.

Workforce management

• Zendesk WFM agent team schedule now allows agents with permissions to view their colleagues' published schedules within their scope via a new tab in the Agent schedule. Admins can turn this feature on by assigning the new Team schedule permission in WFM roles and permissions. See Viewing and managing your schedule as an agent.

Developers

• The Bookmarks API now excludes archived tickets to improve performance and ensure consistency across the platform. This change speeds up view loading times and aligns the API with Zendesk's ticket archiving practices. No action is needed unless your application expects archived tickets from this API. See Archived tickets.

Notable content

• A new tutorial shows you how to use AI to edit articles in your help center to improve their clarity and readability. See Editing help center articles with the Zendesk and OpenAI APIs.

Original source Report a problem

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Support
• AI Agents and Knowledge
• Voice
• App Marketplace
• Products with no updates this week

Support

New:

• We're adding three new abilities to the print tickets feature:
  • Include side conversations (Zendesk plans that include side conversations only)
  • Print without including internal comments
  • Include the ticket’s priority
• The original recipient address is now included on follow-up tickets
• We've introduced a redesigned notifications experience for messaging conversation updates. This notification center will serve as a centralized hub to keep agents up to date on new conversation assignments, new end-user replies, and @mentions from other agents.

AI Agents and Knowledge

New:

• We've added new API integration observability improvements in the conversation logs for AI agents - Advanced.
  Fixed:
• Fixed a bug that caused the segment labels to break in the dialogue builder if an AI agent had more than 100 segments.
• Entities presets functionality was fixed
• Entity detection on email was fixed
• Fixed navigation from procedure builder to use case details or use case overview page
• Fixed a bug within AI-generated procedures for Copilot auto assist that used "unavailable" actions

Voice

New

• Enhancements to the voicemail transcription model used by Zendesk Voice. This update makes voicemail transcriptions significantly faster and expands transcription language to 35 new languages. Additionally, voicemail transcripts can now be processed by Zendesk Copilot.

App Marketplace

New:

• Isara (Support)
  • Isara connects seamlessly with Zendesk to automatically analyze every customer conversation in real time, turning support tickets into actionable intelligence for your entire organization. Monitor critical conversations as they happen. Pulse detects frustration signals, escalation risks, and urgent issues in real time. Insights automatically surfaces recurring issues, product gaps, and feature requests across your entire support history. Analyze conversation patterns and deliver specific recommendations for product fixes, agent coaching opportunities, help center improvements, and process optimizations.
• Simplesat (Support)
  • Simplesat adds one-click CSAT, CES, or NPS surveys to Zendesk email triggers in minutes. Simplesat works with Zendesk event-based triggers or time-based automations. By inserting your survey into existing notifications, you avoid sending extra emails to customers. You can even sync Zendesk ticket details with customer feedback, including thingsl ike private comments and tags.
• EdgeTier Integration (Support)
  • EdgeTier is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analyzing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.
• Thank You Autosolve GPT by Ino Studio (Support)
  • Thank You Autosolve GPT by Ino Studio uses advanced AI (GPT) to detect when customers send simple thank-you or acknowledgment messages that reopen solved tickets. When detected, the app automatically sets the ticket back to solved, keeping your queue clean and reducing agent workload for non-actionable ticket reopens.

Products with no updates this week

• AI agents - Advanced
• Copilot
• Messaging and live chat
• Mobile
• Analytics
• Zendesk QA

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Support

New:

• Unified Navigation: Zendesk got easier to navigate across all products. See About unified navigation across Zendesk products (EAP).
• Action builder: Added more input data types for custom actions (date; date and time; array of date, date and time, number, decimal, text, or true/false values). These new input types are available when custom actions are used as a step in an action flow, and also when they are referenced by a procedure for Auto Assist. See Creating custom actions for auto assist and action flows.
• Search Column Customization: Added new capability to customize the search results page in Support with up to 10 columns.

Fixed:

• Today, when a ticket is unpaused, the SLA timer resets and starts a new instance. This can leave the previously paused instance in an incomplete state, resulting in incorrect data in Explore reports.
  With this change, when a ticket is unpaused, the same SLA instance resumes, and the timer continues from where it left off before the pause. So the SLA was truly paused and then resumed, rather than restarted.

Copilot

New:

• Finer control over access to AI features is one of our most requested Copilot enhancements. With group-level permissions, you can define precise access levels for different groups within your organization. See Turning on the enhance writing generative AI feature, Turning on merging suggestions for tickets, and Turning on similar tickets.
• Copilot admins can now benefit from enhanced procedure recommendations that may include up to three new AI-generated procedure drafts per week, ready to be reviewed and published. See Reviewing and publishing AI-generated procedures for auto assist and Understanding Copilot recommendations.
• Intelligent Triage:
  • Introduced Quality recommendations for intents.
  • Include support for Follow-up (close Ticket) and Facebook Message channels.

AI Agents and Knowledge

New:

• Knowledge: Editor - migrated / not migrated list for articles - Filtering articles by migration status
• Knowledge: Procedures - Announced AI-generated procedures and enhanced recommendations for Copilot customers using auto assist.
• AI Agents: Introduced "Others" as a filter option in the reports so customers can view conversations with small talk/default replies only
• AI Agents: Increased data retention on the dashboard to 35 months (where previously, we only surfaced 12 months' worth of data). This enables customers to compare AI agent performance year over year.

Fixed:

• Knowledge: Automation potential EAP - fixed non-agent brand help center creation and activation routing. Guiding newly created help centers to knowledge builder, and existing help centers to the appropriate admin page.
• AI Agents: Fixed a bug that caused the dialogue builder's viewport to reset to its default position when the zoom value was changed after navigating to search results.
• AI Agents: Fixed a bug with the dialogue builder's search function that ignored the environment dropdown of API integration blocks.

Analytics

New:

• Introducing brand-based permissions and richer dashboard restriction capabilities to align analytics access with brands, safely scale dashboards to more users, and show each individual only the data they’re allowed to see. See Dynamically adapting dashboard data based on viewer.

App Marketplace

New:

• Trends & Topic Insights by Pluno (Support)
  • Trends & Topic Insights by Pluno uses advanced language models to understand ticket content in context. Automatically groups tickets into hierarchical topics and subtopics based on content and context. Compare recent vs historical data to spot emerging issues and declining topics. Segment insights by brand for targeted analysis. Explore topic hierarchies with an intuitive interface designed for fast navigation. Every cluster links directly to the underlying tickets for full transparency.
• Alloy (Support)
  • Alloy helps product teams build better software by turning customer feedback into actionable insights. Our platform connects support conversations to product development, enabling teams to validate ideas faster. Create feature request prototypes directly from Zendesk tickets, link customer conversations to product initiatives, track which customers requested specific features, and notify customers when their requested features ship
• Gitlab by IntegrateCloud (Support)
  • Gitlab by IntegrateCloud enables support and development teams to work seamlessly together. With this integration, agents can create new GitLab issues directly from Zendesk tickets and link and track existing GitLab issues inside Zendesk. Keep support and engineering aligned with automatic status updates from GitLab to Zendesk.Zendesk Workforce Management (WFM)
• Zendesk Workforce Management (WFM)

Products with no updates this week

• AI agents - Advanced
• Voice
• Messaging and live chat
• Mobile
• Zendesk QA

Original source Report a problem

See the What's New section for an overview of what was released last month.
This week's release notes include:

• Copilot
• AI Agents Advanced
• App Marketplace
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Copilot

New:

• Intelligent triage: The list of intents shows the absolute and percentage number of tickets that were classified with the intent in the last 30 days

AI Agents Advanced

New:

• Native Search is now available in the AI Agents Advanced dialogue builder for everyone.
  Fixed:
• An issue has been fixed that resulted in dropdown menu items being cut off in the dialogue builder, making some of the content unreadable.
• Citations from CSV sources are now working again

App Marketplace

New:

• Eloquent AI (Support)
  • Eloquent AI is a customer service automation platform that empowers support teams with intelligent AI assistants. Its technology helps businesses deliver faster, more accurate responses while reducing operational costs. The Eloquent AI integration for Zendesk adds an AI-powered chat assistant directly into your ticket sidebar. Support agents can ask natural language questions to quickly retrieve customer data, transactions, and account information, get instant AI-generated responses based on your connected business systems, access contextual information without switching between multiple tools, and speed up ticket resolution with intelligent data lookup.
• NGB Billbee Orders (Support)
  • NGB Billbee Orders is brought to you by Natural Goods Berlin, an e-commerce brand and tools builder focused on making operations and customer support more efficient. This app shows Billbee orders for the current ticket requester based on their email address and displays key order details, including order date, SKUs, and a direct link to the order in Billbee. Bilbee Orders helps agents answer order-related questions faster without switching between Zendesk and Billbee.
• AI Quality Assurance by Pluno (Support)
  • AI Quality Assurance by Pluno replaces manual QA tasks with automated, criteria-based assessments directly tied to your expectations. The AI continuously reviews tickets, breaks down performance by each scoring criterion you set, shows exactly which standards were met, partially met, or not met at all, and enables you to see how performance trends are shifting over time. Support leaders get reliable coaching insights without spending hours in audits, and agents get fast, detailed feedback they can act on.
• Assign to Group (Support) (paid)
  • Assign to Group helps Zendesk administrators enforce structured ticket assignment rules and maintain data quality across support operations. The app gives you granular control over how tickets are assigned to groups by defining mandatory fields that must be completed before a ticket can be moved into a specific group.

Zendesk Workforce Management (WFM)

New:

• Team schedule: released the team schedule feature. Agents with a WFM Role that have scopes and permissions for it can now see the schedules of other agents in their configured scope. This is accessed via a toggle in the WFM agent schedule app inside Zendesk Support. More details here.
  Fixed:
• Time off reasons: introduced a validation preventing all reasons of a type (planned/unplanned) from being deleted. Each account must now have at least one reason for each type.
• Time off reasons now have a field for Description to allow users to clarify the intended use of that reason. This is exposed to agents when they are requesting time off via Zendesk WFM. More details here.

Products with no updates this week

• Support
• Knowledge
• Voice
• Messaging and live chat
• Mobile
• Zendesk QA

Original source Report a problem

What's New

Click Follow in the What's New section to be notified each month when the What's New is published.
In case you missed it, here's a recap of what was new in Zendesk in 2025:

• Support
• Copilot
• AI agents - Essential
• AI agents - Advanced
• Admin Center
• Accounts and billing
• Security
• Objects and business rules
• Messaging
• Knowledge
• Voice
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Support

Key updates

• Agents can pick between dark mode or light mode in the Support ticketing system. When activated in Admin Center, dark mode in Support provides agents with the flexibility to choose the interface that best suits their needs. See Using dark mode.
• Approval requests for tickets is now available. With approvals, your team can send approval requests to other team members or registered end users directly from the Agent Workspace. Approvals is designed to work well for customer service and employee service scenarios. See Understanding approvals and how they work.
• Agents can identify when outbound email delivery failures have occurred. Warning messages provide information about which recipient didn't receive the email and why, including SMTP error codes to help troubleshoot the problem. See Understanding email delivery failures in the Zendesk Agent Workspace.
• Side conversations are now available in the Support mobile app. Agents can view and reply to email-based side conversations on a ticket in the iOS and Android mobile apps, helping your team collaborate with anyone - teammates, other departments or external partners - without ever leaving the ticket. See Working with tickets in the Support mobile app.

Additional enhancements

• Zendesk generates ticket events when ticket CCs are modified during a user merge. This change provides greater visibility into user merge-related activity. See Viewing all events for ticket updates.
• The Advanced Data Privacy and Protection add-on can now detect PII in 20 additional languages. See Zendesk language support by product.
• New configuration settings for side conversations give admins greater control over ticket conversation performance. New settings include: Only show agent email addresses, Allow dynamic subdomain detection, and Use signature in side conversations. Previously, these options were available only with assistance from Zendesk Customer Support. See Activating and configuring side conversations.
• A new granular permission allows agents in custom roles to create and edit end users without the ability to delete them, enhancing security and operational control by decoupling these actions. See Creating custom roles and assigning agents.
• Enhanced dynamic filtering for lookup relationship fields makes it possible to build filter data availability in all lookup relationship fields, across all objects. Additionally, filtering lookup relationship fields now supports the operators matches and does not match, making it easier to include and exclude data. See Using lookup relationship fields.
• You can import up to 300 recent emails when adding support addresses using the Microsoft Exchange connector or Gmail connector, simplifying the onboarding process. Previously, import was not available on the Exchange connector.
• Sender authentication has been enhanced, allowing you to select the level of protection you need for different inbound email pathways. See Turning on sender authentication.
• Rich text formatting (RTF) options are available for web and mobile messaging channels. Previously, RTF options were limited to email channels and internal notes. See Rich text formatting options reference.
• Agent and end-user approvers can now add and view comments on approval requests assigned to them. Approval request comments allow the approval requests to be a single-source of information related to the request, preventing the need to fracture conversations about pending approval requests across other channels. See Responding to approval requests as an agent and Responding to approval requests as an end user.
• Approval requests can be assigned to a group of agents instead of a single individual, enabling any agent in the group to respond and complete the request. See Creating approval requests.
• Admins can control the visibility of requests across brands. See Configuring the visibility of user requests across brands in the help center Customer Portal.
• AI-powered conditions are available in contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields, along with custom ticket fields. See Setting up contextual workspaces.
• Admins can deactivate Agent Home if desired. Previously, accounts that were automatically upgraded to Agent Home as the default could not deactivate it. See Using Agent Home to manage your work efficiently.
• You can now print a printer-friendly version of any side conversation from any channel, including email, Microsoft Teams, Slack, and child tickets. See Printing tickets.
• Channel switching logic for inactive messages has been improved. Default privacy settings now apply to inactive messages and email replies. See About channel switching logic in the ticket composer.
• Improvements to the Custom object records page make it easier for agents and admins to use the record lists and see more information about the records with fewer clicks. See About the Custom object records page.
• You can now search dynamic content by title and placeholder. Previously, admins could only search by the content in variants. See Providing multiple language support with dynamic content.
• Side conversations are available exclusively in the context panel. See Using the context panel.
• A new setting is available to turn on draft mode for comments by default. Instead of requiring each agent to turn on draft mode for themselves, admins can set draft mode to be on by default for all agents in all tickets. See Automatically activating and deactivating draft mode.
• If Agent as requester settings hide internal notes, agents lose access to their tickets if they don’t belong to the ticket's group or brand. This allows agents to submit tickets on behalf of others while controlling ticket access and visibility. See Restricting agent access on tickets where they're the requester.
• Slovak and Ukrainian language support has been officially added across Zendesk products. See Zendesk language support by product.
• Department spaces now works seamlessly with omnichannel routing. Previously, using these features together required special configuration to avoid routing issues. Now, tickets are only assigned to agents who are members of the ticket's brand. See Restricting agent ticket access by brand (department spaces).
• Brand memberships can now be managed directly from the agent's profile. See Restricting agent ticket access by brand.
• Assigning brands to new team members has been streamlined. Instead of manually assigning brands every time you add a team member, you can now assign team members to all brands by default. See Configuring brand membership settings for new team members.
• A No brand filter has been added to the Team members page, allowing you to quickly identify agents who are missing a brand assignment. See Filtering team members by brand.
• Admins can manage team members' group membership in bulk, instead of managing each individually on the Team members page, and admins can view and filter team members by their group membership. See Viewing and managing team member group membership.

[The content continues with detailed updates on Copilot AI, AI agents - Essential, AI agents - Advanced, Admin Center, Accounts and billing, Security, Objects and business rules, Messaging, Knowledge, Voice, Analytics, Workforce management, Quality assurance, Apps and integrations, and additional enhancements.]

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